Ace Hardware Tops Customer Satisfaction Survey For 10th Straight Year
MINNEAPOLIS (WCCO) -- Now that it's warm outside, many people are tackling those home improvement projects they put off all winter. And while you may have a favorite place to buy supplies and tools, a new survey out today gives us a look at which stores rank highest in customer satisfaction.
For the 10th year in a row, Ace Hardware stores topped the list in a J.D. Power Home Improvement Retailer Satisfaction Study. For starters, Ace Hardware stores tend to be much smaller than places like Menards, Home Depot or Lowe's, but shoppers say there are other differences as well.
More than 3,000 shoppers who bought home improvement products or services in the last year responded to the survey. Ace Hardware ranked highest among retailers with an overall score of 810 out of 1,000.
The Welna family owns a number of Ace Hardware stores across south Minneapolis. The stores performed particularly well in the categories of staff and service, as well as store facility.
"Ace Hardware has a really good team that promotes training for the staff," Mark Welna said. "They really try to stress keeping stores clean and well-merchandised."
Mark Welna's parents visit his store each morning, overseeing a tradition of hardware store ownership that started with Mark's grandfather.
"I hope they feel loved and welcome," Pat Welna said. "And if we don't have it, we can get if for them quick."
Mark says they've changed over the years just as the neighborhood has changed.
"There are a lot of immigrants in the neighborhood, and I usually try to have somebody on our staff that speaks Spanish," he said.
And they try to be helpful.
"It's almost like we're their personal shopper," Mark said. "We walk right with them. Find the flush handle for the toilet, and the different parts they might need and then get them on the way and out the door as quickly as possible."
Customers told us they appreciate the attention.
"Ace has better quality parts," customer Bob Knobloch said. "The service is better. More of a one to one."
In that national survey by J.D. Power, Menards ranks second in customer satisfaction and Lowe's ranks third, followed by Home Depot, True Value and lastly Sears.
There are dozens of Ace Hardware stores across the Twin Cities, and many more in small towns across Greater Minnesota.
